Unable to access Change Management request after moving to new server or changing settings in IIS

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    Track-It!


    APPLIES TO:

    BMC Track-It!



    PROBLEM:

    The URL link generated by the Change Management notification e-mail is pointing to the old server or an incorrect server name. This usually happens after moving Track-It! to a new server or modifying the settings in the server IIS to use a different website, such as a redirect or SSL being enabled.


    SOLUTION:

    Instructions:

       
    1. Open the following directory on the Track-It! server (default): C:\Program Files\Numara Software\Numara Track-It!\Track-It! Services\Configuration Data
    2.  
    3. Open the Numara.TrackIt.Application.Web.xml with Notepad.
    4.  
    5. Search for "webServerURL". The following text will be seen in that line: ..webServerURL description="URL of the Track-It! Web server:">http://ServerName/TrackItWeb
    6.  
    7. Change the ServerName value in the above line to match the published Self Service web page that is working.
    8.  
    9. After saving the changes, restart the Track-It! Service Management service on the Track-It! application server, and the IIS Administration and World Wide Web Publishing services on the Track-It! Web server (all of these services may be on the same server).
    The change request notification messages will now contain the correct URL for the Self Service auto-login. 

      

     


    Article Number:

    000009757


    Article Type:

    Solutions to a Product Problem



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